HomeMy WebLinkAbout55B - RESO -HOTEL INCENTIVE PROGREQUEST FOR
COUNCIL ACTION
CITY COUNCIL MEETING DATE:
NOVEMBER 3, 2015
TITLE:
ADOPT A RESOLUTION TO
ESTABLISH A HOTEL DEVELOPMENT
INCENTIVE PROGRAM
{STRATEGIC PLAN NO. 3,3C)
1 1 E M
RECOMMENDED ACTION
CLERK OF COUNCIL USE ONLY:
FTIT"00471irk
❑ As Recommended
171 As Amended
❑ Ordinance on 1" Reading
❑ Ordinance on 2nd Reading
❑ Implementing Resolution
❑ Set Public Hearing For
CONTINUED TO
FILE NUMBER
Adopt a resolution authorizing the establishment of a hotel development incentive program to
provide economic incentives for the development of four to five -stars or AAA -rated four Diamond
and above quality hotels in the City of Santa Ana.
DISCUSSION
According to the Anaheim /Orange County Visitors & Convention Bureau, 46.1 million people
visited Orange County in 2014. This increased by 3.9 percent from 2013 and is expected to
continue to increase even more in 2016. Tourism in Orange County is booming and the City of
Santa Ana has the opportunity to take advantage of its centralized location in the heart of this
booming industry.
Santa Ana's proximity to the Anaheim resort district, the John Wayne Airport, and local amenities
such as, the Discovery Science Cube and the Bowers Museum makes it a perfect location to
attract incoming tourists and visitors to Orange County.
To accommodate this growth, new hotel development will be essential to creating jobs and
adding amenities to the City. Currently, the City of Santa Ana does not have any four -star rated
or AAA four Diamond and above hotels. The City does have nine three -star rated hotels. All
other hotels and motels are rated from one to two -star. A uniform rating system for star quality
hotels in the United States does not exist. Several websites and travel guides use the star rating
when ranking hotels. AAA has an independent rating system that many hotels have been rated
by (Exhibit 1). The City desires to use both star and AAA diamond ratings for this incentive
program.
According to a study by PFK hospitality research consultant, the average occupancy rate for
Orange County hotels is 78.3 percent, indicating that there is room for the development of new
hotels in this area.
5513-1
Resolution - Establish a Hotel
Development Incentive Program
November 3, 2015
Page 2
The City currently imposes an 11 percent Hotel Visitors Tax (HVT) on hotel and motel guests
staying at facilities within the City. The purpose of this tax is to partially recover some costs of
governmental services associated with visitors to the City. The anticipated revenue from the
Hotel Visitors Tax for fiscal year 2015 -16 is $8.8 million dollars.
To spur the development of high quality hotels (four to five -star rated or AAA four Diamond or
above), the City is proposing to offer an economic incentive to close the funding gap in a
proposed high quality hotel development. A feasibility analysis would be completed for the
project, whereby a projection of operating performance is combined with project development
cost in order to determine the funding gap. A financial firm would be used for the feasibility
analysis. This analysis would be funded by the developer.
The City would pay for the funding gap through incentive payments over a period specified in
each negotiated agreement. The City would use a percentage (50 percent) of new incremental
HVT generated by the new development to fund the payments. Incremental HVT equals the
amount of new HVT that the new hotel development generates from a baseline (Year 0). No
upfront expenditures from the City would be required. Each hotel agreement will be brought back
to City Council for approval.
Sample Calculation: A new hotel development generates $1 million in new HVT taxes to the
City in its first year. Fifty percent ($500,000) will be reimbursed to the hotel after the City
receives HVT. In year two, the hotel generates $1,200,000 in HVT taxes, 50 percent ($600,000)
would be reimbursed. This agreement would continue over a 10 -15 year period or until the
funding gap is reached depending on initial negotiations.
STRATEGIC PLAN ALIGNMENT
Approval of this item supports the City's efforts to meet Goal #3 Economic Development,
Objective #3, (Promote a solutions -based customer focus in all efforts to facilitate development
and investment in the community), Strategy C (Explore opportunities to encourage a business
friendly environment within the City through the reduction of non - essential regulatory
requirements, improved coordination between agencies for development review and addition of
monetary incentives).
55B -2
Resolution - Establish a Hotel Development
Incentive Program
November 3, 2015
Page 3
FISCAL IMPACT
There is no fiscal impact associated with this action. Each individual incentive agreement would
be subject to City Council approval.
Community Development Agency
KR/MM /II
Exhibit: 1. Diamond Rating Guidelines
2. Resolution
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Introduction
Dear Hospitality Professional,
On behalf of AAA, I am pleased to introduce to you the latest edition of the Lodging Approval Requirements &
Diamond Rating Guide lines. This year marks the 30th anniversary of the AAA Diamond Ratings, as well as the 20th
anniversary of the Diamond Rating Guidelines.
Since its inception in 1902 as a federation of independent motor clubs, AAA has existed to provide information, safety,
security, and peace of mind to its now more than 50 million members. AAA's services have evolved to encompass
roadside assistance, insurance and financial services, safety education, and public affairs. AAA is also an undisputed
leader in travel information and services.
In 1937, the first AAA field representatives were hired to inspect lodgings and restaurants, and in 1963, AAA began
assigning lodging ratings from good' to outstanding'. In 1977 — AAA's 75th (diamond) anniversary — the Diamond
Rating system was introduced for lodgings, with restaurants included in 1989.
In 1987, the first AAA Lodging Diamond Rating Guidelines booklet was introduced for industry review. Prior to
this date, only minimum approval requirements were printed and distributed upon request.
The new edition of the AAA Approval Requirements and Diamond Rating Guidelines was designed with two
objectives in mind:
• To ensure that our ratings program is accurate and consistent when compared to meeting the travel needs of
over 50 million AAA members.
• To provide hospitality professionals a valuable reference so they may be successful in achieving their goal as it
relates to AAA Approval and our proprietary Diamond Rating Process.
To that end, we feel that it is important to partner with the hospitality industry by gathering input, discussing the
meaning of our ratings, and openly sharing how the Diamond Rating Process is applied at the property level. We
strongly urge property representatives to take full advantage of the information provided by AAA inspectors during an
evaluation, since our experts are exposed to a wide range of properties throughout the United States, Canada, Mexico
and the Caribbean. AAA evaluates more than 32,000 accommodations, 28,000 restaurants and nearly 11,000
campgrounds as key content for over 168 million copies of travel - related materials annually. AAA travel products are
wide- ranging and include 26 regional TourBook® guides, 11 regional CampBook° guides, AAA.com— including the
well -known TripTik® Travel Planner —as well as, numerous retail guidebooks, atlases and maps.
We look forward to your continued service on behalf of AAA members at large and appreciate your participation in
AAA programs.
Sincerely,
Michael Petrone, CEC
director /AAA Tourism Information Development
558 -6
SectionOne ...................................................................... ............................... i
Defining AAA Approval Requirements and AAA Diamond Rating Guidelines ..................... 1
Applyingfor a AAA Diamond Rating .................................................. ............................... 1
AAAApproval Requirements ............................................................. ............................... 2
The AAA Evaluation and Diamond Rating Process ............................. ............................... 4
SectionTwo ....................................................................... ..............................6
Whatthe Diamond Ratings Mean ...................................................... ............................... 6
DiamondRating Guidelines - Exterior ............................................... ............................... 7
Diamond Rating Guidelines - Public Areas ........................................ ............................... 9
Diamond Rating Guidelines - Guestroom ........................................ ............................... 17
DiamondRating Guidelines - Bathroom .......................................... ............................... 24
TheAAA Four and Five Diamond Rating .......................................... ............................... 30
Fourand Five Diamond Service Expectations .................................. ............................... 30
SectionThree ................................................................... .............................37
TheListing ...................................................................................... ............................... 37
LodgingClassifications .................................................................... ............................... 37
Accessibility.................................................................................... ............................... 39
MemberComment Procedures ......................................................... ............................... 39
TheAAA Appeals Process ................................................................ ............................... 40
GreenPrograms .............................................................................. ............................... 40
Addressesand Phone Numbers ....................................................... ............................... 41
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Defining AAA Approval Requirements and AAA Diamond
Rating Guidelines
It is important to note the difference between AAA Approval Requirements and Diamond Rating Guidelines as this
concept is often misunderstood. The evaluation process is made up of three parts: Approval Requirements, objective
Diamond Rating Guidelines, and subjective elements based on the professional experience and training of AAA
inspectors — who visit over 32,000 lodgings each year.
The essential AAA Approval Requirements are common -sense qualifications that AAA members have told us are
important to them and, similarly, that most professional operators routinely employ. All Properties must first meet
this set of criteria in order to be considered for AAA Approval and Diamond Rating.
The _Diamond Rating Guidelines are not rating reguirements, but are components used to determine the
appropriate Diamond Ratino level. Diamond Rating guidelines are simply a reflection of what is typically seen
throughout the various market segments of the lodging industry. Therefore, failure to meet some of the components
listed for the ratings categories does not necessarily preclude the achievement of that rating. During our evaluation,
inspectors will assess the strengths and weaknesses of the property and assign the most appropriate rating that will
provide the best match in meeting AAA member expectations.
Furthermore, not all of the Diamond Rating Guidelines will apply to all property types. For example: meeting rooms
would not be expected at a Bed & Breakfast property, but would be essential at a convention - oriented hotel. Also, the
availability and type of swimming pool will be dictated by climatic influences and /or the property classification. AAA
inspectors will only use the sections of the Diamond Rating Guidelines that are appropriate for the property
classification in assessing the overall Diamond Rating.
a
AAA CONSIDERS ALL VALID APPLICATIONS FOR EVALUATION. To be considered a valid applicant for AAA
evaluation, lodging properties must meet all of the Approval Requirements for their property category. These
minimum requirements reflect members' basic expectations.
Prior to completing an Application For
Evaluation (provided at:
www.AAA.biz /Approved), please review
the requirements to verify your
property's eligibility to apply.
Currently listed establishments
need not reapply, as our inspectors
will routinely conduct an
evaluation of your property on a
continual basis.
Include recent and accurate pictures of
the exterior, public areas, as well as
examples of a standard guest unit and
bathroom, and return to AAA. Please
note that if our research indicates past
disqualifying issues, you may be asked
to provide written documentation of
the corrective action taken since then.
As of August 1, 2006, lodging properties that request evaluation by AAA are
charged nonrefundable application fee: $150 for first -time applicants and $300
for repeat, applicants that previously failed an evaluation or were disassociated
from AAA for any reason. The fee does not apply to currently Approved and listed
establishments that remain in good standing.''
Please do not send payment with the initial application. On receipt of your
Application For Evaluation, AAA will provide written notice regarding the status of
your application and, if accepted for further consideration, an invoice for your
application fee. On receipt of payment, AAA will schedule your property for an
unannounced evaluation within one year.
All application fees should be made in U.S. funds and are nonrefundable and will
have no Bearing on the outcome of evaluations. AAA conducts property
evaluations as a service to members and does not guarantee that all applicants ;
will be Approved and listed in member publications.
Basic listings are provided without charge to Approved properties.
558 -9
AAA does not guarantee an immediate evaluation of all properties that apply, but does guarantee a fair review of all
applications. Additionally, AAA reserves all rights to apply priority consideration to those properties demonstrating
traits that provide the highest degree of AAA member value. Through ongoing member research, AAA has developed
criteria reflecting key elements of consideration in making travel - related decisions. Some examples of AAA member
value criteria are:
• LOCATION
• NEWLY BUILT / RENOVATED
• HIGH DEGREE OF CLEANLINESS AND COMFORT
• APPROPRIATELY MAINTAINED CONDITIONS
• PRICE (Willingness to provide a discount or best rate available)
Once your property is approved, it will be evaluated at least once per evaluation cycle by a AAA inspector. All
evaluations are unannounced to ensure that our inspectors see your property just as our members would see it. The
conditions noted at the time of the annual evaluation will be the basis of the decision to list or rate a property. This
decision is at the sole discretion of AAA. By applying for an evaluation, you agree to allow AAA to publish your
property information and the respective Diamond Rating in our travel publications. AAA will make every
effort to ensure that your property is fairly represented.
If, after continued review, or up to and including the end of one year, the property is determined to be of limited AAA
member value, a letter will be sent advising that the property has been released from any further consideration.
AAA Approval Requirements
AAA APPROVAL REQUIREMENTS REFLECT THE MINIMUM ACCEPTABLE CONDITIONS AS ESTABLISHED
THROUGH MEMBER SURVEYS AND CONTINUOUS FEEDBACK.
To be AAA Approved and Diamond Rated, an establishment must meet the following requirements:
1. All facilities directly associated with a property must be clean and well- maintained
) ! ,' throughout.
2. At a minimum, each guest unit must be thoroughly cleaned, with complete bed and bath
linens changed between guest stays.
3. Fresh linens, maid services, and bathroom supplies must be available upon request.
4. A property may not use AAA trademarks — including but not limited to the AAA logo and
Diamond Rating, without AAA's prior written consent.
5. The property must be appropriately located for business or leisure travel.
6. The establishment must be a primarily transient operation with four or more units available for AAA members.
7. The establishment must provide AAA room rates for travel publications as requested.
8. The establishment must assist AAA in the resolution of member complaints.
9. The establishment must accommodate unannounced AAA property evaluations within 20 minutes of notice.
10. All property staff must conduct business in a professional and ethical manner providing attentive, conscientious
service to guests.
11. A property must only place AAA members in AAA inspected and approved guest units — overflow buildings or guest
units (associated with the property but not approved by AAA) are unacceptable.
12. Property management, or their representative, must be readily accessible at all times for guest needs or requests.
13. Guests must have easy access to 24 -hour incoming and outgoing phone service, ensuring prompt guest unit
message delivery. Emergency messages must be delivered to the guest immediately upon receipt.
14. Management will readily provide property information as requested by AAA on a continual basis for the purpose of
maintaining the most accurate travel information for AAA publications.
15. The establishment must be in compliance with all local, state, and federal codes.
55B2 y10
16. Properties must have accurate, legible signage in appropriate areas.
17. All facilities directly associated with a property (such as a restaurant, health club, gift shops, recreation facilities,
etc.) provided for guest's use must meet all appropriate AAA Approval Requirements.
18. Adequate illumination is required in all public areas. This includes sufficient lighting in all corridors, walkways,
stairways, landings, parking areas, etc.
^�a
19. Each guest unit must contain a comfortable bed with a mattress pad, two sheets, two pillows with pillowcases, and
an appropriate bed covering.
20. Each guest unit must have a nightstand or equivalent by each bed, a chair, a writing surface, a waste container,
clothes- storage space, and clothes- hanging facilities with hangers for two guests.
21. Each guest unit must have adequate shades, drapes, or blinds to cover all windows or other transparent areas to
provide the guest with privacy.
22. The level of soundproofing must be adequate to muffle outside noises and normal sounds in adjacent units and
public areas.
23. Each guest unit must have an active light switch at the main entry.
24. Each guest unit must have good illumination at a writing surface, a sitting area, and at each bed.
25. Each guest unit door must be equipped with both a primary lock and a secondary deadbolt lock.
A primary lock is defined as a device that permits a guest to enter a unit using some form of key and allows
the door to be locked while the unit is occupied and when the guest leaves the unit. Passkeys assigned to
appropriate staff members will function to operate only these locks.
A secondary lock is defined as a mortised, deadbolt- locking device with a throw that extends at least one -
inch from the edge of the door into the door frame. This permits a guest an extra measure, of security
against any unwanted intrusions. Unlike the primary lock, deadbolt master keys will not be provided to guests
or to staff. Master key systems will be acceptable when the emergency cmaster key is only
available to top management and security personnel
Secondary Lock Variances
In certain instances, the requirement for secondary locks may be modified to meet a variety of exceptions. The most
common are noted below. AAA claims the right of final arbitrator in all decisions of this nature:.
Sliding Glass Doors Each sliding door must be equipped with an effective locking device. A secondary security lo_ ck
is required on all ground floor doors and those which are accessible from common walkways and adjoining balconies. "
French Doors In addition to the deadbolt lock requirements, surface- mounted slide bolts must be provided at the
top and bottom to secure the stationary /auxiliary door. These bolts must extend into the upper doorframe and the
lower doorframe or floor and must bestrong and. sturdy mechanisms:
26. Each door to connecting guest units or maintenance corridors must be equipped with a deadbolt lock.
27. Each guest unit entry door must have a viewport or window convenient to the door.
28. Each window overlooking a common walkway or in a ground floor unit must be equipped with a functional lock.
29. Each guest unit must have an operational, single station smoke detector. Hard -wired smoke detectors are
preferred. When battery- operated detectors are used, there must be an adequate maintenance program to
routinely test and replace batteries.
55 -B=11
The AAA Evaluation and Diamond Rating Process
The AAA Evaluation and Diamond Rating Process primarily consists of three parts:
• INTRODUCTION, INTERVIEW
• PROPERTY TOUR AND PRACTICAL APPLICATION OF THE
APPROVAL REQUIREMENTS AND DIAMOND RATING GUIDELINES
• ASSESSMENTS SUMMARY
First, all establishments must meet AAA Approval Requirements and be determined to provide member value. This
validation is conducted through a combined process of applications, inspections, referrals, and media research.
If a property is presumed to qualify, one of our inspectors will visit and observe the curbside appeal, exterior, and
other factors pertaining to the basic foundation of the establishment. This preliminary review will verify that this
property clearly exhibits characteristics that would appeal to AAA members.
If satisfied, our representative will contact the owner, general manager, or property designee for a brief interview.
This interview is an extremely important part of the evaluation, as factual data is gathered for inclusion into our travel
information inventory with potential use in AAA's worldwide printed and electronic publications. This session also
gives the property representative a chance to advise AAA of any plans for improvement that may be forthcoming.
Following the interview, the inspector will tour the establishment with the property representative to assess the AAA
Approval Requirements & Diamond Rating Guidelines. The tour will include an evaluation of all public areas and
a cross section of rooms. The inspector will discuss both strengths and weaknesses of the property as it relates to our
Guidelines. This dialogue is unique to the AAA Diamond Rating process and is a valuable resource to any
property.
The overall evaluation process will include the review of six key areas:
• CLEANLINESS AND CONDITION
• MANAGEMENT AND STAFF
• EXTERIOR, GROUNDS, AND PUBLIC AREAS
• GUESTROOM.DECOR, AMBIANCE, AND AMENITIES
BATHROOMS
• GUEST SERVICES (if applicable)
55W12
Properties will receive a mark of 'Pass' or 'Fail' based on the manner of interaction with all
property representatives. The inspector will be evaluating the overall level of hospitality,
professionalism, and deportment. It is critical to receive a passing mark to be considered for a
Diamond Rating.
This area is assigned a specific rating overall based on the components listed under the
applicable Diamond Rating Guidelines section. Varying weights are applied based on the
classification of the property. For example, the exterior, grounds, and public areas at a
resort carry more weight than at a downtown hotel.
THE ACHIEVEMENT OF A AAA DIAMOND RATING MEANS THAT AN ESTABLISHMENT IS ONE OF
AN EXCLUSIVE GROUP THAT HAS SUCCESSFULLY COMPLETED THIS THOROUGH EVALUATION
PROCESS.
If a property is approved, the inspector will assign, or recommend, a Diamond Rating or FYI designation as
appropriate based on conditions that exist at the time of the evaluation. The inspector will provide the property
representative a written summary of the evaluation, including the rating decision. The frequency of subsequent AAA
evaluations varies slightly, depending on the classification and the assigned rating of each establishment.
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AAA DIAMOND RATINGS REPRESENT A COMBINATION OF THE OVERALL QUALITY, THE RANGE OF
FACILITIES, AND THE LEVEL OF HOSPITALITY OFFERED BY A PROPERTY, These widely recognized and
trusted symbols help AAA members choose lodgings that will meet their needs and expectations.
AAA inspectors are responsible for determining a property's Diamond Rating based on established standards that are
developed with input from our trained professionals, AAA members, and various lodging industry professionals.
AAA's Diamond Rating Guidelines indicate what is typically found at each rating level. However, the size, age, and
overall appeal of an establishment are also considered, as well as regional architectural style and design. Diamonds
are assigned based on the average of all property characteristics, with a focus on overall guest impression rather than
on individual elements. Therefore, not meeting a guideline (in one area) may not necessarily affect the overall
Diamond Rating.
The final factor in determining the Diamond Rating for a property is professional judgment, which is a very important
part of the rating assessment. Our inspectors are North America's travel experts based upon ongoing training and
experience in conducting more than 32,000 lodging evaluations per year.
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One Diamond
9
These establishments typically appeal to the budget- minded traveler. They provide essential, no- frills
accommodations. They meet the basic requirements pertaining to comfort, cleanliness, and hospitality.
Two Diamond
►1%! 1
These establishments appeal to the traveler seeking more than the basic accommodations, There are
modest enhancements to the overall physical attributes, design elements, and amenities of the facility -
typically at a moderate price.
Three Diamond
WOW N
These establishments appeal to the traveler with comprehensive needs. Properties are multifaceted with a
distinguished style, including marked upgrades in the quality of physical attributes, amenities, and level of
comfort provided.
Four Diamond
lFr IF
These establishments are upscale in all areas. Accommodations are progressively more refined and stylish.
The physical attributes reflect an obvious enhanced level of quality throughout. The fundamental hallmarks
at this level include an extensive array of amenities combined with a high degree of hospitality, service, and
attention to detail.
Five Diamond
These establishments reflect the characteristics of the ultimate in luxury and sophistication.
Accommodations are first class. The physical attributes are extraordinary in every manner. The
fundamental hallmarks at this level are to meticulously serve and exceed all guest expectations while
maintaining an impeccable standard of excellence. Many personalized services and amenities enhance an
unmatched level of comfort.
5 5B 15
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► Function =The actwn =for which something is fundamentally fittec
► Plus - When you see-this term used (such-as-21), plus), it means
elements of the previous columns in addition to elements of the tcL
► Residential_- Of, or relating to or connected with, residential sty
Diamond Rating Guidelines - Exterior
55B!16
EXTERIOR
Basic or dated in
style
Modest
enhancements to
Significantly
enhanced in form
3D. plus:
Obviously
form and function
and function
upscale
via roofing,
with some
windows, siding, or
residential
some other
appointments,
architectural
such as:
feature(s)
enhanced roofs,
Intricate
moldings,
window
treatments,
balconies,
chimneys, etc.
No drive - through
covered entry
Varied surfaces;
Illumination is
adequate
Drive - through
covered entry;
Limited capacity
(one -car width)
SD. Dlus:
Paved and
marked areas
2D, plus:
Increased capacity
(two -car width);
Structure Is
decorative
2D, plus:
Lighting is well -
positioned, from
multiple sources,
and provides a
good level of
overall
illumination
55f8'm 17
3D, olus:
Oversized
capacity (two -
car width and
depth); Upscale
design and
appointments
3D, plus:
Lighting fixtures
reflect upscale
characteristics
with respect to
the design of the
property
Valet parking upon
request or some
other upgraded
feature, such as:
covered /indoor
parking, shuttle
service, or
evidence of added
security
4D, plus:
Extraordinary with
unique
architectural
features
4D, plus:
Elegant design and
appointments
4D, Plus:
Valet parking is
automatic
GLOSSARY:
Diamond Rating In es - Public Areas
PUBLIC AREAS
Basic material,
Enhanced
213, plus:
3D, plus:
4D, plus:
such as: linoleum,
material, such as:
Wood laminates or
High grade
Custom inlays or
painted concrete,
wood laminates
carpet with
wood, marble,
textured
or low density pile
and vinyl, or
enhanced design,
granite, or other
enhancements that
carpet with
medium density
such as:
upscale stone
provide an overall
padding that -
pile carpet with
patterns,
floors, or high
design that is
provides little or no
padding that
textures, or
density pile
obviously elegant
comfort underfoot
provides average
inlays; Decorative
carpet with
and unique; Area
(floor feels hard)
comfort
tile (ceramic,
padding that
rugs are luxurious
underfoot
stone, concrete,
provides
and unique
terra cotta, etc.);
exceptional
Hard surfaced
comfort
floors have
underfoot
decorative area
rugs as
appropriate
5 55918
Walls are of basic
material and
design, such as:
cinder block with a
plain paint finish,
standard grade
wood, prefab
modular laminate
paneling, or
wallpaper
Building structure
and design Is basic
or dated in style
Limited quantity
and variety of
landscaping; Basic
design
PUBLIC AREAS
Wall treatments
are modestly
enhanced,such
as: drywall with
basic paint finish
or plain vinyl
coverings; Rubber
or vinyl
baseboards
Decorative wall
treatments, such
as: drywall with
textured and
painted finish,
decorative vinyl
coverings, or
select grade
wood /stone,
Chair rails and
carpeted
baseboards
313, plus:
At least one
significant upscale
design
enhancement,
such as: accent
wall(s),
furniture - finish
wood paneling,
soft wall
coverings, ceiling
trim,
architectural
feature,
wainscot, etc.;
Wood
baseboards
4D, plus:
Wall finishes are of
the highest grade
materials;
Accented with
multiple luxurious
design
enhancements
Climate controlled I Climate controlled I Climate controlled I Climate controlled
Weather
appropriate
(Provides
protection and
comfort with
respectto
climatic
elements);
Building structure
shows modest
enhancements to
design and
function via
roofing, windows,
siding, or some
other architectural
feature(s)
Enhanced
quantity, function,
and variety of
landscaping;
Coordinated design
2D, plus:
Building structure
and design is
significantly
enhanced in form
and function
with some
residential
appointments,
such as:
enhanced roofs,
moldings,
window
treatments, etc.
Various
landscape
features are
well -
coordinated for
form, function,
and seasonality;
An ample quantity
and variety of
plants are
integrated with
buildings,
walkways,
parking lots,
courtyards,
gardens, etc.
55BA 9
3D, Plus:
Building
structure and
design is
obviously
upscale
313, plus:
Excellent variety of
mature plants;
Obviously
professionally
planned and
manicured
4D, plus:
Extraordinary with
unique
architectural
features
4D, plus:
Elegant and
extensive variety
of landscaping,
with meticulous
attention to detail
in placement and
care
Basic material and
design, such as:
drop tile, concrete,
or standard grade
wood
Basic lighting
fixtures that
provide an
adequate level of
overall illumination
Basic design in
limited locations
throughout the
property
PUBLIC AREAS
Poster(s) or
commercial
artwork with thin,
un- enhanced
wood, metal, or
plastic frame(s)
Modest
enhancements to
material and
design, such as:
enhanced drop
tile, painted
drywall, popcorn
finish, sand
textured concrete,
etc.
Lighting fixtures
are modestly
enhanced in style,
positioning, and
function to
provide a good
level of overall
illumination
Modestly enhanced
design in
appropriately
placed locations
throughout the
property
Matted artwork
(common or
commercial) in
enhanced frame(s)
or other decorative
appointments
Predominant use
of decorative
elements to
painted drywall,
such as: an
advanced
textured finish
(knockdown,
orange peel,
comb, slap
brush, etc.) or
select grade
wood /stone
2D, plus:
Lighting fixtures
are decorative and
well- coordinated
for form and
function
2D, plus:
Decorative
enhancements in
design
559120
Variety of matted
and framed or
unframed canvas
artwork (varied
sizes and
scenes) or other
appointments
that provide a
distinctive or
thematic upscale
appeal
313, plus:
One architectural
or design feature,
such as: treys,
beams,
medallions,
vaulted /volume,
murals /stencils,
tin tiles or
skylights, ceiling
fans, special
effect lighting,
etc.
3D us:
Lighting fixtures
reflect upscale
design and provide
an excellent level
of overall
illumination
3D, plus:
Upscale design in
ample locations
4D, plus:
Variety of styles
and accent pieces,
such as: limited
edition prints,
canvas art,
tapestries, or
lithographs with
enhanced matting
and preservation
frames, assorted
artisan pieces or
sculptures, floral
displays or plants
4113, plus:
Multiple
architectural or
design features
413, plus:
Custom lighting
fixtures of
outstanding quality
provide a unique
illumination effect
4D, plus:
Custom design
creatively placed
for a unique effect
Obviously
restricted by size
and /or placement
of appointments;
Basic counter
registration with
limited or no
seating capacity
If available,
predominantly
basic materials,
such as: particle
board, laminate, or
vinyl finishes;
Dated styles with
limited
coordination;
Provides an
adequate level of
comfort
Ice machine(s)
available
Vending
machine(s)
available
PUBLI,
Modest restrictions
due to size and /or
placement of
appointments;
Seating
arrangement for
one small group,
such as: a sofa
and two arm chairs
An increased level
of coordination;
Modest
enhancements in
materials, design,
and function;
Provides an
enhanced level of
comfort
Multiple sealed
ice machines
Basic hygiene
amenities, such
as:
toothbrush /paste,
razors,
mouthwash,
shower caps,
combs, etc.,
available at the
front desk or in
vending machine
LEAS
No restrictions, as
placement of
appointments is
wel I- proportioned
to area size;
Expanded seating
arrangement
accommodating
two small groups;
Placement of
appointments is
well - proportioned
to area size and
traffic flow
Decorative and
well- coordinated
for form and
function; Overall
construction and
design reflects
current industry
trends, such as:
Melamine resins,
solid wood trim, or
upgraded laminate
finishes; Provides
an obvious degree
of comfort
2D, plus:
Located in a
recessed area
Dedicated sundry
area offering a
variety of
merchandise, such
as: health and
beauty needs,
food, beverage,
and reading
materials
55B -21
Area size and
placement of
appointments
provide an obvious
degree of
spaciousness
allowing increased
ease of movement
for many guests;
Multiple
conversational
groupings,
including one or
more privacy
areas; Identifiable
guest service area
and bell stand
313, plus:
Modern or
antique upscale
style and
materials, such
as: solid wood,
polished metals,
leather, designer
fabric, veneer
finishes with
solid wood
accents,
laminate insets,
etc.; Provides an
exceptional
degree of
comfort
3D. plus:
Conveniently
located and
appropriately
soundproofed
Upscale gift shop
Area size and
placement of
appointments
provide a free
flowing abundance
of space that
contributes to the
ultimate level of
comfort and
relaxation for
many guests;
Identifiable
concierge area
4D. plus:
Luxurious, unique,
and elegant
custom design and
workmanship
Specialized service,
delivery or in -room
honor bar
Variety of first -
class shops
PUBLIC AREAS
Personal
computer, with
Internet access,
available in lobby
for guests' use
Elevator is
available for
guests' use in
multi -story
buildings
Artificial or live
plants in limited
locations
Dedicated open
area (out of traffic
pattern) with
desk and chair,
to include at
least three
business - related
items, such as:
PC, printer,
copier, fax
machine,
supplies, etc.
2D, plus:
Primarily
dedicated to
guests' use;
Prompt
response, quick
moving, and
spacious; Elevator
includes decorative
appointments;
Landing includes a
limited (four)
amount of
decorative
furnishings, such
as: tables, lamps,
phone, artwork,
chair, mirror,
flowers, etc., and
is recessed from
the lobby and
guestroom
corridors
Good variety of live
plants or artificial
floral
arrangements used
as appropriate for
decorative accents
throughout the
property
55B1122
313, plus:
Well- appointed,
enclosed area;
Multi -guest
capability with
comprehensive
office supplies
3D, plus:
Multiple
elevators include
upscale
appointments;
Landings include a
variety of upscale
furnishings
(five), such as:
sofa table,
lamps /wall
sconce, phone,
artwork, chair,
coffee table,
mirror,
flowers /plants,
etc.; Additional
service elevator
is available for
staff's use
Abundant variety
of live plants, silk,
or dried floral
arrangements used
as appropriate to
enhance an
upscale theme
throughout the
property
413, plus:
Luxurious
surroundings
include the latest
business
technology;
Professionally
staffed area
4D, plus:
Elevator cabs
have dual call
button panels;
landings are
elegant with
luxurious, unique,
and artistic
appointments
Garden -fresh
condition,
outstanding variety
of live plants and
flowers that are
uniquely arranged
to provide a
luxurious appeal
throughout the
property
PUBLIC AREAS
Limited (washer
and dryer only)
coin - operated
laundry facilities
Luggage carts
available
Private meeting
room available;
Basic audiovisual
equipment
available, such as
projectors,
microphones,
television, sound
system, etc.
Expanded coin -
operated laundry
facilities, such as:
multiple machines,
vending supplies,
folding table, etc.
-or- valet laundry
2D, plus:
Design
enhancements,
such as: solid
construction,
larger, smooth
tracking wheels,
and bumper
guards
Expanded meeting
space with
decorative
appointments;
Increased variety
of audiovisual
equipment
available, such as:
dropdown
projector and
screen, smart
lectern, controlling
lights and surround
sound, multi -
casting, wireless
communication,
etc.; Some
conference
services available,
such as: planning
assistance,
catering, and most
technology needs
55B ®23
Valet laundry
and pressing
available
3D, plus:
Upscale design
enhancements,
such as: brass or
metal finish,
carpeted base, and
multiple hanging
capabilities.
Luggage assistance
available upon
request
A variety of
meeting rooms,
such as:
ballroom,
boardroom,
theatre, and /or
meeting rooms
of various sizes,
with upscale
appointments; All
audiovisual
equipment is
state -of- the -art;
Pull conference
services
available
including on -site
professional
conference
planner and
technical support
4D, plus:
Personalized
services available,
such as: one hour
pressing,
shoeshine, tailoring
or alterations, etc.
Luggage assistance
upon arrival is
automatic
4D, plus:
Luxuriously
appointed, first -
class facilities;
Custom conference
services
PUBLIC AREAS
One full - service
outlet or food
court
(comparable to a
one diamond
restaurant) onsite:
OR
I
Standard
continental
breakfast
(minimum: juice,
pastry, and hot
beverage) is
served in a
dedicated area
with modest
restrictions due to
size and /or
placement of
appointments;
Limited seating is
available
Pool area with a
limited amount of
furniture of basic
or mixed styles;
Property location
determines
seasonal
availability
2D, plus:
(comparable to a
two diamond
restaurant);
Lounge or bar area
ALI
I
Expanded
continental
breakfast, or more,
is served in a
dedicated area that
is distinctly
separate from the
lobby traffic;
Appointments are
wel I- proportioned
to area size,
with appropriate
seating for the size
of the
establishment;
Television
Weather
appropriate pool
(usable at least
nine months
annually); Area is
well- appointed
with a good variety
of decorative,
comfortable pool
furniture; Hot tub
or whirlpool spa
55BL24
Upscale, full -
service
restaurant
(comparable to a
three diamond
restaurant);
Separate lounge
or bar area;
Room service
available for
breakfast, lunch,
and dinner
3D, plus:
Pool area reflects
the use of upscale
building materials
and design, with a
variety of pool
furniture; Hot tub
or whirlpool spa,
steam room, or
sauna; Food and
beverage service
is available
poolside
4D, plus: Multiple
outlets (at least
one is comparable
to a four diamond
restaurant); Room
service available
24/7
4D, Plus:
Pool area is of
elegant design,
with unique
appointments,
such as:
sculptures,
waterfalls /features,
exotic plants and
gardens, stone /tile
surfaces with
designer inlays,
etc.; Outstanding
variety of luxurious
furniture;
Cabanas; Full -time
professional
attendant is on
duty
PUBLIC AREAS
Two pieces of
equipment on site
in a designated
room
One unisex
213, plus:
Three or more
pieces of
equipment; Room
is enhanced with
atleastthree
purposeful
appointments,
such as:
mirrored walls,
television, water
cooler,
bathroom,
towels, clock,
scales, etc.
Multiple
facilities/
programs onsite;
Some with off -
site privileges
Separate gender
restrooms in a
convenient
location (If
property has
expanded
meeting
facilities, then
additional
restrooms are
available in
proportion)
55 ®025
Full spa services
available
3D, plus:
Five or more
pieces of state -of-
the -art
equipment,
including cardio
and weight
training
capability
3D, plus:
Arrangements
are made for off -
site services
313, plus:
Upscale
appointments
Full spa onsite
4D, plus:
Ten or more pieces
of equipment;
Luxurious health
club environment;
dressing area
includes: lockers,
showers, and
restrooms; Full -
time professional
attendant is on
duty; In -room
exercise equipment
available
4D us:
First -class
facilities/
programs with
custom concierge
services provided
4D, plus:
First -class with
luxurious
appointments
GLOSSARY:
► Climate controlled — ;Heat, ventilation and /or air conditioning and cooling.
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-- ► Residential' ---Of, orrelating.to,_or connected with, resdentlal. style{ lnvoKes a personal presence of norne.
Diamond Rating Guidelines Guestroom
55'26
Basic material,
such as: linoleum
or low density pile
carpet with
padding that
provides little or no
comfort underfoot
(floor feels hard)
Basic material and
design, such as:
cinder block with a
plain paint finish,
standard grade
wood, prefab
modular laminate
paneling, or
wallpaper
GUESTROOM
Enhanced material,
such as: wood
laminates and
vinyl, or medium
density pile
carpet with
padding that
provides average
comfort
underfoot
Wall treatments
are modestly
enhanced,such
as: drywall with
basic paint finish
or plain vinyl
coverings; Rubber
or vinyl
baseboards
Poster(s) or
commercial
artwork with thin,
un- enhanced
wood, metal, or
plastic frame(s)
2D, plus:
Wood laminates or
carpet with
enhanced
design, such as:
patterns,
textures, or
inlays; Decorative
tile (ceramic,
stone, concrete,
terra cotta, etc.);
Hard surfaced
floors have
decorative area
rugs as
appropriate
Decorative wall
treatments, such
as: drywall with
textured and
painted finish,
decorative vinyl
coverings, or
select grade
wood /stone;
Carpeted
baseboards
Matted and framed
artwork (common
or commercial) in
enhanced frame(s)
or other decorative
appointments
55B -27
30, plus:
High grade
wood, marble,
granite, or other
upscale stone
floors, or high
density pile
carpet with
padding that
provides
exceptional
comfort
underfoot
3D, plus:
At least one
significant upscale
design
enhancement,
such as: accent
wall(s),
furniture - finish
wood paneling,
soft wall
coverings,
ceiling trim,
architectural
feature,
wainscot, chair
rails, etc.; Wood
baseboards
Variety of
matted and
framed artwork
(varied sizes and
scenes) or other
appointments
that provide a
distinctive or
thematic upscale
appeal
4D, plus:
Custom inlays or
textured
enhancements that
provide an overall
design that is
obviously elegant
and unique; Area
rugs are luxurious
and unique
4D, plus:
Wall finishes are of
the highest grade
materials;
Accented with
multiple luxurious
design
enhancements
4D, plus:
Variety of styles
and accent pieces,
such as: limited
edition prints,
canvas art,
tapestries, or
lithographs with
enhanced matting
and preservation
frames., assorted
artisan pieces or
sculptures, floral
displays or plants
Basic material and
design, such as:
drop tile, concrete,
or standard grade
wood
Basic drapes,
blinds, or shades
offering limited
blackout effect
from the sun or
outside light
sources
No headboard
-or- headboard
and mattress are
of basic materials
and plain design
(vinyl flat top);
Box spring or bed
base
Bed coverings are
of basic style;
Bed linens are of
common blends
and thread counts
(sheer, coarse to
touch); Pillows are
of a standard
grade (thin
Polyester batting)
Modest
enhancements to
material and
design, such as:
enhanced drop tile,
painted drywall,
popcorn finish,
sand textured
concrete, etc.
ID, plus:
Full blackout
effect
Headboard and
mattress are of
modestly
enhanced
material and
design (quilted,
soft top); Box
spring or bed
base
Bed coverings
are quilted or
modestly
enhancedin
style; Bed linens
are of average
(180 -250)
thread count,
closely woven
and smooth to
touch; Pillows
are of an
enhanced grade
(thick Cluster
Fiber)
)OM
Predominant use
of decorative
enhancements to
painted drywall,
such as: an
advanced
textured finish
(knockdown,
orange peel,
comb, slap
brush, etc.) or
select grade
wood /stone
2D. plus:
Two design
enhancements,
such as: blinds,
shutters, sheers,
fabric side
panels, valance,
glass treatment,
cornice, etc.,
provides a
professional
design effect
2D, plus:
Decorative
headboard
2D, Plus:
Two accent
features, such as:
comforter, duvet,
dust ruffles, bed
throw /scarf,
multiple pillows,
accent pillows/
shams or triple
sheeting
558928
3D, plus:
One architectural
or design feature,
such as: treys,
beams,
medallions,
vaulted /volume,
murals /stencils,
tin tiles or
skylights, ceiling
fans, special
effect lighting,
etc.
3D, plus:
Three or more
design
enhancements
Upscale
headboard,bed
base and
mattress which
includes a
comfort
enhancement,
such as: pillow
top, memory
foam padding,
adjustable
comfort level,
etc.
Bed coverings
include three or
more accent
features (see
3D); Bed linens
are of increased
thread count
( >250), tightly
woven, crisp, and
very soft to the
touch; Pillows are
of an upscale
grade, such as:
down or feather
4D, plus:
Multiple
architectural or
design features
4D, plus:
Elaborate,
luxurious, and
unique visual effect
4D, plus:
Elaborate,
luxurious, and
unique visual
appeal
4D. plus:
300 thread
count bed linens
(Egyptian cotton,
satin, silk or
similar) provide a
super soft, silk -like
feel; Choice of
pillow fills, such
as: silk, wool,
cashmere,
premium foams,
latex or goose
down, etc., is
provided
Open wall -
mounted clothes
rack with simple
wire or non -
detachable
hangers
Open clothes
storage space
Two or more well -
positioned basic
lighting fixtures;
Provide an
adequate level of
overall illumination
Predominantly
basic materials,
such as: particle
board,
pressboard,
laminate, or
vinyl finishes;
Dated styles with
limited
coordination;
Provides an
adequate level of
comfort
Semi - enclosed
area with
detachable wood,
plastic, or heavy
metal hangers
GROOM
Multiple
enclosed
drawers; Total
storage space
can
accommodate
the needs of two
or more guests
Three or more
lighting fixtures;
Modestly enhanced
in style,
positioning, and
function; Provide a
good level of
overall illumination
1D, plus:
An increased level
of coordination;
Modest
enhancements in
materials, design,
and function;
Provides an
enhanced level of
comfort
Fully- enclosed
with at least six
open -hook wood
or heavy gauge,
sculptured
plastic matching
hangers; Some
with skirt or pant
hanging
attachments;
Closet depth is
22 inches ( at
minimum) and
can enclose full
length apparel
213, plus:
Sufficient space for
one piece of
luggage, such as:
folding metal rack,
bench, or credenza
top
Four or more
well - positioned
lighting fixtures;
Decorative and
well- coordinated
for form and
function; Provide a
good level of
overall illumination
at each location
Predominantly
freestanding;
Decorative and
well- coordinated
forform and
function; Overall
construction and
design reflects
current industry
trends, such as:
Melamine resins,
solid wood trim, or
upgraded laminate
finishes; Provides
an obvious degree
of comfort
55Bm29
3D. plus:
At least eight
hangers
3D, olus:
Sufficient space
for two pieces of
luggage
(upgraded
wooden racks or
designer -style
benches); Total
storage space can
accommodate the
needs of three or
more guests
313, plus:
Predominantly
freestanding
fixtures of upscale
design; Provide an
excellent level of
overall illumination
313, Plus:
Modern or
antique upscale
style and
materials, such
as: solid wood,
polished metals,
leather, designer
fabric, veneer
finishes with
solid wood
accents,
laminate insets,
etc.; Provides an
exceptional
degree of
4D. plus:
At least ten
hangers (two of
which are satin or
similar); One or
more designer
features, such as:
drawers, shelves,
shoe rack, walk -in
capability, etc.;
Closet is
illuminated
4D, plus:
Total storage space
can accommodate
the needs of four
or more guests
4D. plus:
Custom lighting
fixtures of
outstanding
quality; Custom
function(s), such
as: dimmers, point
lighting, multiple
switches, and /or
natural light
sources; Provide a
unique illumination
effect
413, plus:
Luxurious, unique,
and elegant
custom design and
workmanship
One chair
(typically placed as
part of a duplex,
triplex, or task
table)
Duplex, triplex, or
small task table
that provides
adequate work
space (e.g.,
enough space for a
laptop computer
and an 8x10 inch
reference material
item)
Heat and /or air
conditioning
available on a
seasonal basis as
needed; Window
style air -
conditioning units
Touch -tone
telephone
GU
1D, Plus:
Additional seating
for one guest;
Vinyl or fabric
upholstery
Desk or medium
task table that
provides good
work space (e.g.,
enough space for a
laptop computer
and two 8x10 inch
reference material
items)
1D, plus:
Conveniently
located through -
wall units
1D, plus:
Message light on
telephone
Comfortable
seating for two
guests - to
include desk
chair with arms
and partial
upholstery, such
as: vinyl, leather,
or fabric; Plus
one additional
fully upholstered
easy /lounge
chair that is
positioned for
television
viewing
Desk or large task
table that provides
very good work
space (e.g.,
enough space for a
laptop computer
and three 8x10
inch reference
material items);
One electrical
outlet (not in use)
conveniently
placed at the desk
2D, plus:
Heat and air
conditioning
available on
demand; Modern,
quiet, with easily
accessible controls
in each guestroom
213, Plus:
Voice messaging
555130
313, plus:
Comfortable
seating for three
guests; Upscale
materials and
design in an
expanded
setting, such as:
a loveseat, sofa,
or oversized
chair with
ottoman
Large desk that
provides ample
work space (e.g.,
enough space for
a laptop
computer, three
8x10 inch
reference
material items,
and a portable
printer); Multiple
electrical outlets
(not in use)
conveniently
placed at the
desk
Heat and air
conditioning
available on
demand; Central
system with
thermostat control
3D, plus:
Multiple
telephones; Two -
line telephone or
separate
Internet
capability
4D, plus:
Luxurious
materials and
design; Additional
furniture pieces,
such as: end
tables, coffee or
occasional tables
413, plus:
Desktop
enhancements,
such as: desk
blotter, pull -out
writing surface,
stationery, and
other office
supplies
413, plus:
Digital thermostat
control
4D, plus:
Cordless
telephone;
Expanded phone
features, such as:
pre - programmed
dialing keys,
speaker capability,
personalized
display or
voicemail
Dial -up capability
Standard CRT TV
(curved screen);
Wall- mounted;
Limited viewing
angles; Basic
cable
Clock
GUESTROOM
High -speed access
(cable or wireless)
available in some
rooms
1D, plus:
Standard CRT TV
(curved screen)
with remote
control; Located
on credenza,
dresser, or other
furniture piece
without a swivel
base; Limited
viewing angles;
Channel
directory
Standard clock
radio
High -speed cable
access available in
all rooms
2D, plus:
25 inch screens
with portable full
function remote
control; With
swivel /pull -out
base; Multiple
viewing angles;
Multiple
televisions in
suites; Expanded
Cable channel
selection (at
least 35
channels); Plus
one additional
feature, such as:
free movie
channel, pay -
per -view movie
channels, video
games, etc.
2D, plus:
Decorative
design
55B -31
High -speed
wireless access
available in all
rooms
3D, plus:
z 25 inch Flat
Screen CRT or
Flat Panel TV
(such as: LCD,
Plasma, SED,
etc.); Located on
credenza,
dresser, or on /in
other furniture
piece with a
swivel /pull -out
base or wall
mounted; Cables
and cords are
hidden from view
3D, plus:
Digital display
DVD player (in lieu
of pay -per- view
movies)
4D. plus:
Available in some
public areas of the
property
4D, plus:
Custom, decorative
enhancement
(e.g., framing,
mantle placement,
remote enclosure,
mirrored screen,
etc.); High -
definition channels
available
4D, plus:
CD player with at
least one CD
selection; MP3
docking station;
Surround sound
audio
DVD Player; DVD
library available
Local telephone
directory
Basic ice bucket
(polystyrene foam,
plastic, cardboard,
etc.) with
disposable cups
GUESTROOM
1D, plus:
Local Business
flyers (food,
attractions,
transportation,
etc.); Notepad and
pencil
Plastic ice bucket
with lid and
disposable cups
Iron & board
available
Full- length mirror
2D, plus:
Guest - service
directory;
Complimentary
daily newspaper
available;
Notepad and pen
Insulated plastic
ice bucket with lid
and disposable
cups
Full -size iron and
board
Refrigerator
available
Microwave oven
available
Extra pillows and
blankets
available
In -room safe
Coffee maker
and supplies,
including tea
bags
Framed or
beveled full -
length mirror
55332
3D, plus:
Enhanced guest -
service directory in
folder, binder, or
digital format;
Complimentary
daily newspaper
delivered to room;
Additional
reading
materials, such
as: magazines,
books, etc.;
Upgraded
stationery
package
(envelopes,
postcards,
writing paper)
Ice bucket with lid
of upscale design,
such as: insulated
and padded vinyl,
acrylic or metal;
Glass tumblers
3D, plus:
In -room snacks,
mini bar, or a
refrigerator that
can be custom
stocked upon
request
In -room safe
thatislarge
enough for a
standard 12"
laptop computer
4D, plus:
Uniquely appointed
guest - service
directory in folder,
binder or digital
format; In -room
comfort menu
providing exercise,
spa, butler, or
other personalized
services;
Assortment of
complimentary
daily newspapers
available for
delivery to room
Ice bucket of
luxurious design,
such as: designer
glass, silver,
brushed or glossy
metal finish, rings
or handles, etc.;
Selection of
glassware; Ice
tongs
4D, plus:
Two robes; Two
pairs of slippers
Umbrella
In -room comfort
menu providing
exercise, spa,
butler, or other
personalized
services
I
Obviously
restricted by size
and /or placement
of appointments;
however, provides
guest an adequate
level of comfort
Basic material,
such as: linoleum,
painted concrete,
plain resin, or
poured composite
surface
BATH ROOM
Modest restrictions
due to size and /or
placement of
appointments
Vinyl or ceramic
tile
No restrictions, as
placement of
appointments is
well - proportioned
to room size
Decorative tile
(ceramic, stone,
concrete, terra
cotta, etc.)
553 -33
Room size and
placement of
appointments
provide an obvious
degree of
spaciousness,
allowing increased
ease of movement
for multiple guests
Marble, granite,
or other upscale
stone floors;
Area rug(s) as
appropriate
Room size and
placement of
appointments
provide a free
flowing abundance
of space that
contributes to the
ultimate level of
comfort and
relaxation for
multiple guests
4D, plus:
Custom inlays or
textured
enhancements
provide an overall
design that is
obviously elegant
and unique
Basic material and
design, such as:
cinder block with a
plain paint finish,
standard grade
wood, prefab
modular laminate
paneling, dated
ceramic tile or
wallpaper
Basic material and
design, such as:
drop tile, concrete,
or standard grade
wood
BATHROOM
Wall treatments
are modestly
enhanced, such as:
drywall with basic
paint finish or plain
vinyl coverings;
Rubber, vinyl, or
ceramic tile
baseboards
Modest
enhancements to
material and
design, such as:
enhanced drop tile,
painted drywall,
popcorn finish,
sand textured
concrete, etc.
Decorative wall
treatments, such
as: drywall with
textured and
painted finish,
decorative vinyl
coverings, or
select grade
wood /stone;
Wood or
decorative
ceramic tile
baseboards
Predominant use
of decorative
enhancements to
painted drywall,
such as: an
advanced
textured finish
(knockdown,
orange peel,
comb, slap
brush, etc.) or
select grade
wood /stone
55534
3D, plus:
At least one
significant upscale
design
enhancement,
such as: accent
wall(s),
furniture- finish
wood paneling,
soft wall
coverings, ceiling
trim,
architectural
feature,
wainscot, etc.;
Wood or high -
end stone
baseboards
Matted and
framed artwork
or other
appointments
that provide a
distinctive or
thematic upscale
appeal
3D, Plus:
one architectural
or design feature, .
such as: treys,
beams,
moldings,
medallions,
raised /vaulted/
volume,
murals /stencils,
tin or skylights,
ceiling fans,
special effect
lighting, etc.
4D, Plus:
Wall finishes are of
the highest grade
materials;
Accented with
multiple luxurious
design
enhancements
4D, plus:
Variety of styles
and accent pieces,
such as: limited
edition prints,
canvas art,
tapestries, or
lithographs with
enhanced matting
and preservation
frames, assorted
artisan pieces or
sculptures, floral
displays or plants
4D, plus:
Multiple
architectural or
design features
Basic
rectangular
style, size (4 +/2
ft. length and
14 in. depth) and
materials
(fiberglass,
acrylic, or
porcelain on
steel); Simple
design (straight
sided)
If separate from
tub (or shower
only), base is of
basic material
(metal or
fiberglass) and of
plain design
Basic square size
(59 sq. ft.)
SAT H ROO M
113, Plus:
Modest design
enhancement
113, Plus:
If separate from
tub (or shower
only), base is of
enhanced material
(acrylic or ceramic
tile)
Modest
enhancement to
design -or-
irregular shape
(rectangular,
rounded corner or
neo angle)
Fiberglass or metal Acrylic or ceramic
the
Lightweight vinyl
curtain
Heavyweight vinyl
curtain or plexi-
glass door with
aluminum frame
2D, Plus:
Decoratively
enhanced in
design, or
augmented for
comfort or function
If separate from
tub (or shower
only), base is
decorative ceramic
tile, cultured
marble /granite, or
poured acrylic
Very good size
( >9 sq. ft.)
Acrylic with
enhancements for
comfort, style, or
function -or-
decorative ceramic
tile or other solid
surface, such as:
cultured
marble /granite,
poured acrylic,
etc.)
Decorative vinyl,
polyester, or nylon
curtains with
curved shower rod;
-or- lightweight
glass door with
aluminum frame;
-or- effective
door -less design
55E� =35
Enhancements to
size ( >4 +/2 ft.
length and
>14 in. depth),
design, and /or
style, such as:
oval, round, or
free form
If separate from
tub (or shower
only), base is of
upscale material,
such as: marble,
granite, stone, or
porcelain tiles.
Oversized
( >12 sq. ft.)
Marble, granite,
stone, or porcelain
tiles; Enhanced
solid surface; Tub
and shower
height soap
dishes
313, plus:
Double curtains
-or- heavyweight
glass door
with /without metal
frame
4D, Plus:
Obvious
enhancements In
comfort, design,
function, and /or
material, such as:
larger, two person
capability,
.contoured backs,
built -in lumbar
back support,
water jets,
enamel- coated
cast iron, natural
marble, stone, or
other designer
features
4D, Plus:
Separate shower
stall in addition to
the tub; base is of
outstanding
material and
artistic design,
such as: marble,
granite, stone, or
porcelain tiles with
complementary
inlays or
treatments
4D, plus:
Luxurious material
and artistic design,
such as: marble,
granite, stone, or
porcelain tiles with
complementary
inlays or
treatments;
Seating is
integrated into
design
4D. Plus:
Fixed door
enclosure (framed
or frameless);
Enhanced (etched,
frosted, embossed,
tinted, etc.) glass
BATHROOM
Traditional, single Multiple setting
function shower shower head
head
Two - piece, I 1D, plus:
round; Basic style I Enhanced style
Combined with
toilet area within
an enclosed
space that is
restricted by size
and /or placement
of appointments
Wall- mounted,
basic style,
porcelain
SD, plus:
Modest restrictions
due to size and /or
placement of
appointments
OR
If vanity area is
separate from the
toilet area, it is
positioned in plain
view of the
guestroom
Standard self -
rimming porcelain
or porcelain on
steel
Multiple setting
shower head with
metal finish
Two - piece,
elongated; Basic
style
213, plus:
No restrictions, as
placement of
appointments are
well - proportioned
to room size
OR
If vanity area is
separate from the
toilet area, it is
positioned in
restricted view
from the rest of
the guestroom
Seamless (Poured
acrylic or cultured
marble /granite/
quartz) -or-
Under- mounted
porcelain or
porcelain on steel
55B2736
Enhanced style, of
modern design,
fixed shower head
3D, plus:
Enhanced style
or function
313, plus:
Vanity is well -
integrated into the
overall scheme of
the bathroom for
convenience and
comfort; Room
size and placement
of appointments
provide an obvious
degree of
spaciousness,
allowing increased
ease of movement
for multiple guests
Porcelain or
porcelain on steel,
with an upscale
counter
enhancement,
such as: wall
faucets or
upscale counter -
mounted faucets
Custom water
features, such as:
body jets, hand-
held sprayers,
multiple shower
heads, rain
showers, or gentle
flow
environmentally
friendly features
4D, plus:
Distinct toilet -only
area; Enclosed or
semi - enclosed
4113, plus:
Room size and
placement of
appointments
provide a free
flowing abundance
of space that
contributes to the
ultimate level of
comfort and
relaxation for
multiple guests
413, plus:
Multiple sinks of
ornate design,
such as: above
counter vessel or
pedestal -or- of
designer materials,
such as: glass,
stainless steel,
vitreous china,
enameled cast
iron, fireclay,
brass, nickel,
copper, marble, or
either
real /synthetic
stone
Small size ( <2 sq
ft.) shelf of basic
material, such as:
glass, metal, or
sheet laminate
Small (11/2 ft. x
2 ft.) mirror
Basic design and
function, such as:
bulb and cover;
Provide an
adequate level of
overall illumination
Standard
function; Basic
materials of plain
design
Basic,
lightweight;
Rough to touch;
Limp feel; Low
absorbency;
Displayed on
caddies
BATH
Moderate size
(? 2 sq. ft.)
laminate counter
Medium -sized
( >3 sq. ft.)
mirror
)M
Very good size
(?4 sq. ft.)
counter space of
solid surface, such
as: poured acrylic,
cultured marble/
granite /quartz, or
ceramic tile
213, plus:
Beveled or
decoratively
framed mirror
Skirting partially Enhanced skirting
conceals plumbing conceals plumbing
Modest design
enhancements,
such as: box /egg
crate style or
enhanced glass
cover; Provide a
good level of
overall illumination
SD, plus:
Modest design
enhancements
1D, plus:
Modest
enhancements in
design; Displayed
on bars and /or
shelves
Decorative, well -
coordinated for
form and
function;
Multiple bulbs
and covers
provide a good
level of overall
illumination
213, olus:
Metal with
decorative finishes,
such as: chrome,
pewter, brass,
nickel, gold, etc.
Medium weight;
Soft to touch;
Medium
absorbency
55B -37
Oversized
(? 6 sq. ft.)
counter space of
excellent quality,
such as: marble,
granite, or other
solid stone
4D, plus:
Multiple counters
and /or shelves;
Artistic design,
such as: marble,
granite, solid
stone, or porcelain
tiles with
complementary
inlays or
treatments
Large (3 ft. x 5 4D, plus:
ft.) mirror with Artistic design
an upscale frame enhancement
Upscale,
furniture -
finished skirting
3D, plus:
Upscale design;
Multiple
locations;
Illuminated
shower; Provide
an excellent level
of overall
illumination at
each location
Upscale design
enhancements,
such as: satin or
enamel finishes,
two or more
metal
combinations,
embossing, etc.
Heavyweight;
Plush to touch;
Firm, self -
supporting feel;
Premium cotton
with high
absorbency
413, plus:
Elaborate design
features,
cabinetry, multiple
shelving, and /or
drawers
4D, plus:
Designer fixtures;
Custom
function(s),such
as: dimmers, point
lighting, multiple
switches, and /or
natural light
sources; Provide a
unique illumination
effect
413, plus:
Designer materials
and style; Unique
appointments
4D. plus:
Generous sized
towels or bath
sheets; Luxurious
appearance, with
intricate and
detailed
enhancements to
design
Two small (< 3/4
oz.) bars of soap
(or equivalent)
Facial tissues
BATHROOM
Two medium (? 3/4
oz.) bars of soap
(or equivalent);
one packet or
bottled item;
modest
presentation
1D, plus:
Wall- mounted with
chrome covers
Four -piece
personal care
package, includes:
one large (? 1'/4
oz.) and one
medium (? 3 /4oz.)
bars of soap (or
equivalent); two
(? 3 /4oz.) bottled
items; Decorative
presentation;
Additional
amenities (such
as: toothpaste/
brush, comb,
sewing kit,
mouthwash,
etc.) are
available onsite
Facial tissues inset
in vanity (no
chrome)
Wall- mounted hair
dryer
Night -light
55938
3D, plus:
Seven -piece
personal care
package; Toiletries
are enhanced by
fragrance, natural
supplement,
packaging, etc.;
Includes: two large
(? 11 /4oz.) bars of
soap (or
equivalent), three
(? 1 oz.) bottled
items, and two
additional items;
Upscale
presentation;
Freestanding
soap dish at sink
Facial tissues
freestanding in
decorative
container
Freestanding
hair dryer;
Makeup mirror
313, plus:
Landline or
cordless
telephone
available
413, plus:
Ten -piece personal
care package of
designer /spa
toiletries; Ample
sized (? 11/3oz.)
bars of soap and
bottled items (?1 +/4
oz.); Unique
presentation
4D, plus:
Custom designed
container
413, plus:
Illuminated
makeup mirror;
Scale; vanity
seating
413, plus:
Television
These prestigious ratings are achieved by less than four percent of all Approved properties— typically the most
luxurious and pampering properties throughout North America. Less than one third of one percent of lodgings
receives the Five Diamond@ Rating while approximately three and one half percent receives the Four Diamond®
Rating. Establishments must consistently reflect upscale and extraordinary characteristics (respectively) in both
physical attributes and level of guest services.
If the AAA inspector determines that your establishment meets our Four or Five Diamond Guidelines, the property will
next be scheduled for an anonymous hospitality evaluation. Only the Four and Five Diamond evaluations incorporate
a review of twelve critical service areas and measure over 300 guest interaction points into the overall rating. In
addition, all Five Diamond Rating recommendations are forwarded to AAA's Five Diamond Committee for further
review. Once the committee's assessment is concluded, the establishment will be advised in writing of the outcome.
Four and Five Diamond Service Expectations
IN ADDITION TO THE FOLLOWING GUEST SERVICE INTERACTION POINTS, each section is assessed a
subjective point value based on the overall levels of competency, refinement, and hospitality.
1: Reservation Services
aD
X Accepted 24 hours, either at property or through a central reservation system
X Operator answers phone promptly within three rings
X Operator Drovides a warm and sincere areetino
• Reservationist thanks caller for contacting the property
• Reservationist provides an introduction
X Reservationist asks for caller's name
Reservationist addresses caller by name prior to closing
Reservationist anticipates caller's needs or offers a personal!
• Reservationist provides rate structure and room availability
• Reservationist provides an overview of facilities and services
Reservationist exhibits competent knowledge of all associate
• Reservationist collects registration information
• Reservationist explains deposit and cancellation policies
• Reservationist explains unusual payment options
• Reservationist reviews reservation request
Reservationist exhibits a sincere desire and compliance to all
and hours of operation
r
2. Arrival Services _
4D
• Attendant provides a warm and sincere greeting; recognizes guest appropriately
• Attendant inquires about guest's name
Attendant addresses guest by name during initial greeting without inquiry
Attendant uses guest's name at least once prior to closing
Staff associate acknowledges with a warm and welcoming greeting) guests waiting in
• Registered guests are not asked for duplicate information
• Attendant confirms rate and type of room
• Attendant provides room number discreetly
Attendant places all registration materials into the guest's hand
Attendant exhibits a sincere desire and compliance to all guest requests
Attendant anticipates guest's needs or offers a personalized recommendation
Attendant is efficient yet unhurried and sensitive to the manner of the guest
X Attendant arranges escort of guest and belongings to room
Attendant provides introduction to escort
• Attendant provides a warm and sincere closing
Attendant addresses guest by name during closing
• The guest feels well served
55B3140
4D
Cars in queue are acknowledged and directed as appropriate upon arrival
•
Uniformed attendant promptly opens the car door
•
Attendant provides a warm and sincere welcome greeting
•
Attendant makes a proper introduction
X
Attendant inquires about the guest's name
Attendant uses guest's name at least once prior to closing..
X
Attendant explains parking procedure
Valet parking is automatic
X
Attendant promptly unloads luggage
X
Attendant explains luggage handling procedure
X
Attendant provides direction to registration area
Attendant anticipates guest's needs or offers a personalized recommendation
Attendant is efficient yet unhurried and sensitive to the manner of the guest
Attendant exhibits a sincere desire and compliance to all guest requests
Attendant escorts guest to appropriate area
X
Attendant provides a warm and sincere closing
Attendant addresses guest by name during closing
X
The guest feels well served
Lobby greeters are available to escort guest to appropriate area
3.
Check In Services
4D
• Attendant provides a warm and sincere greeting; recognizes guest appropriately
• Attendant inquires about guest's name
Attendant addresses guest by name during initial greeting without inquiry
Attendant uses guest's name at least once prior to closing
Staff associate acknowledges with a warm and welcoming greeting) guests waiting in
• Registered guests are not asked for duplicate information
• Attendant confirms rate and type of room
• Attendant provides room number discreetly
Attendant places all registration materials into the guest's hand
Attendant exhibits a sincere desire and compliance to all guest requests
Attendant anticipates guest's needs or offers a personalized recommendation
Attendant is efficient yet unhurried and sensitive to the manner of the guest
X Attendant arranges escort of guest and belongings to room
Attendant provides introduction to escort
• Attendant provides a warm and sincere closing
Attendant addresses guest by name during closing
• The guest feels well served
55B3140
4 Bell Services (Check In)
s 4D
X Escort provides a warm and sincere greeting
Escort uses guest's name at least once prior to closing
X Escort Is able to provide information about facilities when asked
Escort takes the initiative in providing information about all facilities
Escort anticipates guest's needs or offers a personal recommendation
Escort exhibits a sincere desire and compliance to all guest requests
X Escort places luggage on luggage stand or in appropriate area
X Escort explains features and functions of room
X Escort offers to fill ice bucket
• Escort is efficient yet unhurried and sensitive to the manner of the guest
• Escort provides a warm and sincere closing
Escort addresses guest by name during closing
X The guest feels well served
4D
Evening Housekeeping Services
Evening housekeeping service is automatic
Attendant folds back or removes bedspread
Attendant turns up pillows
Attendant straightens bathroom
Attendant re- points tissues
Attendant cleans soiled surfaces
Attendant replaces or straightens (Green Program) us
Attendant replenishes used amenities
Attendant empties wastebasket
Attendant adjusts drapes
Attendant adjusts room lighting
Attendant delivers gift amenity, such as: goodnight w
Attendant refreshes ice
Attendant replaces used glasses
Attendant displays evening services, such as: robe on
Attendant leaves personalized message for guest
There is additional evidence of personalized services
5 5=41
etc.
etc.
6. Wake-Up `Call , Services
4D
X Some type of service is available 24/7; Alarm clock or alternative method is
hones in room
• Service number is answered within three rings
• Operator provides a warm and sincere greeting
Operator uses guest's name at least once prior to closing
x Operator asks appropriate questions and replies in a professional manner
Operator anticipates guest's needs or offers a personalized recommendation
Operator is efficient yet unhurried and sensitive to the manner of the guest
• Operator provides a warm and sincere closing
Operator addresses guest by name during closing
• Call is received within five minutes of requested time
• Call is an automated message
Call is a live message
• Message includes a warm and sincere greeting
Message includes the use of guest's name
Message includes time of call
Message includes other pertinent information, such as weather
Operator anticipates guest's needs or offers a personalized recommendation
Operator is efficient yet unhurried and sensitive to the manner of the guest
Operator provides a warm and sincere closing
Operator addresses guest by name during closing
X The guest feels well served
There is additional evidence of personalized services
7A. Room Service (Order Services)
4D
X Service is available at limited hours
Service is available 24/7
X Service number is answered within three rings
• Operator provides a warm and sincere greeting
Operator uses guest's name at least once prior to closing
Operator exhibits a sincere desire and compliance to all guest requests
Operator anticipates guest's needs or offers a personalized recommendation
• Operator asks appropriate questions and replies in a professional manner
• Operator repeats order to guest
Operator is efficient yet unhurried and sensitive to the manner of the guest
• Operator provides time estimate for delivery(within 30 minutes)
• Operator provides a warm and sincere closing
Operator addresses guest by name during closing
• Operator calls to advise guest if order will be late or if items ordered are not
559242
are no
X The guest feels well served
on X special express services are available for breakfast orders
Evidence of personalized services exists
7B. Room Service (Delivery Services)
_r.:
• Service number is answered within three rings
• Operator provides a warm and sincere greeting
Operator uses guest's name at least once prior to closing
Operator exhibits a sincere desire and compliance to all guest requests
Operator anticipates guest's needs or offers a personalized recommendatioi
• Operator offers to retrieve car or arrange other transportation
Operator is efficient yet unhurried and sensitive to the manner of the guest
• Operator provides a warm and sincere closing
Operator addresses guest by name during closing
• The guest feels well served
• Bell staff arrives promptly; If not within five minutes, guest is notified of delay at time of request
• Bell staff provides a warm and sincere greeting
558=43
m
4D
•
Delivered within five minutes of time promised
•
Morning newspaper is presented with breakfast
•
Attendant provides a warm and sincere greeting
Attendant uses guest's name at least once prior to closing
Attendant exhibits a sincere desire and compliance to all guest requests
Attendant anticipates guest's needs or provides a personalized recommendation
•
Attendant provides a suggestion as to tray /table placement
Attendant is conversant during set -up and delivery
•
Attendant reviews guest order
•
Attendant prepares table set up and removes food covers, with guest permission
•
Food presentation and quality of ingredients reflects an upscale experience
•
All appropriate dishware and linens are of an upscale quality
•
All food is served at the proper temperature (hot food hot and cold food cold)
•
All food is prepared as ordered
There is additional evidence of personalized services
•
Attendant offers to pour beverage
•
Attendant provides written or verbal direction for table /tray removal
Attendant is efficient yet unhurried and sensitive to the manner of the guest
X
Attendant provides a warm and sincere closing
Attendant addresses guest by name during closing
X
The guest feels well served
•
Prompt (within 15 minutes) removal of trays /tables, upon request
8 Bell Services (Check Out)
_r.:
• Service number is answered within three rings
• Operator provides a warm and sincere greeting
Operator uses guest's name at least once prior to closing
Operator exhibits a sincere desire and compliance to all guest requests
Operator anticipates guest's needs or offers a personalized recommendatioi
• Operator offers to retrieve car or arrange other transportation
Operator is efficient yet unhurried and sensitive to the manner of the guest
• Operator provides a warm and sincere closing
Operator addresses guest by name during closing
• The guest feels well served
• Bell staff arrives promptly; If not within five minutes, guest is notified of delay at time of request
• Bell staff provides a warm and sincere greeting
558=43
_O
Guest's vehicle is waiting or comfortable accommodations are provided
• Guest does not wait more than five minutes for pre- arranged transportati
• Attendant provides a warm and sincere greeting
Attendant uses guest's name at least once prior to closing
Attendant anticipates guest's needs or offers a personalized recommends'
Attendant is conversant pertaining to the guest's stay
Attendant reviews all of guest's belongings and their placement in vehicle
• Attendant opens and closes door for guest(s)
Attendant is efficient yet unhurried and sensitive to the manner of the guest
• Attendant provides a warm and sincere closing
Attendant addresses guest by name during closing
• The guest feels well served
559144
40
•
Express check out services are available 24/7
•
Attendant provides a warm and sincere greeting; recognizes guest appropriately
Attendant addresses guest by name during initial greeting, and as appropriate thereafter
Staff associate acknowledges guests (with a warm and welcoming greeting) guests waiting in line
X
Attendant inquires about guest stay
Attendant exhibits a sincere desire and compliance to all guest requests
Attendant provides a copy of bill for review in guest's hand
X
Attendant confirms payment method
Attendant places check out folio into the guest's hand
,a
Attendant expresses a warm and sincere thank you for staying at the property
Attendant sincerely encourages guest to return
Attendant anticipates guest's needs or offers a personalized recommendation
Attendant is efficient yet unhurried and sensitive to the manner of the guest
•
Attendant provides a warm and sincere closing
Attendant addresses guest by name during closing
•
The guest feels well served
10.
Departure Services
_O
Guest's vehicle is waiting or comfortable accommodations are provided
• Guest does not wait more than five minutes for pre- arranged transportati
• Attendant provides a warm and sincere greeting
Attendant uses guest's name at least once prior to closing
Attendant anticipates guest's needs or offers a personalized recommends'
Attendant is conversant pertaining to the guest's stay
Attendant reviews all of guest's belongings and their placement in vehicle
• Attendant opens and closes door for guest(s)
Attendant is efficient yet unhurried and sensitive to the manner of the guest
• Attendant provides a warm and sincere closing
Attendant addresses guest by name during closing
• The guest feels well served
559144
S1. Concierge Services
aD
• Concierge Is on duty with limited hours of availability
Concierge is on duty, or a "special services" number is available for guests, 24/7
• Attendant provides a warm and sincere greeting
Attendant uses guest's name at least once prior to closing
Attendant exhibits a sincere desire and compliance to all guest requests
Attendant anticipates guest's needs or offers a personalized recommendation
• Attendant demonstrates a general knowledge of area attractions and services
Attendant demonstrates an extensive knowledae of area attractions and service:
,vrcenaam rwrnis guesc s special reques[(s)
Attendant is efficient yet unhurried and sensitive to the manner of the guest
X Attendant provides a warm and sincere closing
Attendant addresses guest by name during closing
X The guest feels well served
22. Miscellaneous Staff Services
aD
All associates exhibit a professional vocabulary that is devoid of common slang
Guests are graciously escorted to areas when directions are requested
All associates consistently maintain eye contact with guests
There is evidence that all associates are empowered by management to resolve guest issues
immediately
• All staff associates fulfill guest's special request(s)
All phone calls are answered promptly within three rings
• All associates are appropriately attired; name tags are clearly visi
• All associates demonstrate appropriate behavior
Short - notice pressing is available
Shoe shine service is available
• Accurate pre - programmed phones
• Miscellaneous charges are billed directly to the guest room
Butler services are available for all rooms
• At least one food and beverage outlet is comparable to a Three Diamond rating
At least one food and beverage outlet is comparable to a Four Diamond rating
At least one food and beverage outlet is comparable to a Five Diamond rating
558=45
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The Listing
ONCE A PROPERTY IS APPROVED, AAA PUBLISHING ESTABLISHES THE CONTENT AND FORMAT OF EACH
LISTING IN ALL OF OUR PUBLICATIONS. The listing is provided at no cost to the establishment and does
not contain advertising or promotional verbiage provided by the operator.
The listing copy describing the lodging is based in part on objective information provided by the establishment. This
listing information is updated annually, and your establishment will be contacted either in person, by mail, or via the
telephone.
Failure to provide this information in a timely manner may result in the deletion of your establishment from our
publications.
Additionally, AAA's professionally trained inspectors enhance our inventory with descriptive prose for each
establishment. This skilled degree of subjectivity enables us to capture the feel of an experience and pass along this
valuable information to AAA members.
Each Diamond Rated property has the opportunity to participate in the AAA Official Appointment Program, entitling the
establishment to use the renowned AAA (CAA in Canada) emblem and Diamond Rating in its advertising and
promotions. This program also entitles the establishment to an enhanced listing in AAA publications. Personalized
display advertising in AAA publications is also available.
FYI Designation
This designation means that property has not been Diamond Rated by a AAA inspector, but is of notable significance
and potential member value. The property is unrated due to one of the following reasons:
• The property is too new to rate.
• The property is under construction.
• The property is undergoing extensive renovations.
The property has not been evaluated.
• The property does not meet all Diamond Rating requirements.
ALL DIAMOND RATED LODGINGS ARE CLASSIFIED USING KEY DESCRIPTIVE ELEMENTS.
FIRST, ALL LODGINGS ARE CLASSIFIED BY STYLE OF OPERATION:
Bed and Breakfast: Typically smaller scale properties emphasizing a high degree of personal touches that provide
guests an "at home" feeling. Guest units tend to be individually decorated. Rooms may not include some modern
amenities such as televisions and telephones, and may have a shared bathroom. Usually owner operated with a
common room or parlor separate from the innkeeper's living quarters, where guests and operators can interact during
evening and breakfast hours. Evening office closures are normal. A continental or full, hot breakfast is served and is
included in the room rate.
558=47
Cabin: Vacation - oriented, typically smaller scale, freestanding units of simple construction— roughly finished logs or
stone —and basic design or decor. Often located in wooded, rural, or waterfront locations. As a rule, basic cleaning
supplies, kitchen utensils, and complete bed and bath linens are supplied. The guest registration, area may be located
off site.
Condominium: Vacation- oriented — commonly for extended -stay purposes—apartment-style accommodations of
varying design or decor. Routinely available for rent through a management company, units often contain one or
more bedrooms, a living room, full kitchen, and an eating area. Studio -type models combine the sleeping and living
areas into one room. As a rule, basic cleaning supplies, kitchen utensils, and complete bed and bath linens are
supplied The guest registration area may be located off site,
Cottage: Vacation- oriented, typically smaller scale, freestanding units with home style enhancements in architectural
design and interior decor. 'Often located in wooded, rural, or waterfront locations. Units may vary in design and
decor, As a rule; basic cleaning supplies, kitchen utensils, and complete bed and bath linens are supplied. The guest
registration area may be located off site.
Country Inn: Although similar in definition to a bed and breakfast, country inns are usually larger in scale with
spacious public areas and offer a dining facility that serves —at a minimum - breakfast and dinner.
Hotel: Commonly, a multistory establishment with interior room entrances offering a variety of guest unit styles.
The magnitude of the public' areas is determined by the overall theme, location and service level, but may include a
variety of facilities such as a restaurant, shops, fitness center, spa, business center, and /or meeting rooms,
Motel: Commonly; a one- or two-story establishment with exterior room entrances and drive up parking. Typically;
guest units have one bedroom with a bathroom of similar decor and design. Public areas and facilities are often limited
in size and /or availability.
Ranch: Typically working ranch with an obvious rustic, Western theme featuring equestrian - related activities and a
variety of guest unit styles.
Vacation, Rental House: Vacation- oriented — commonly for extended -stay purposes — typically larger scale,
freestanding, and of varying design or decor. Routinely available for rent through a management company, houses
often contain two or more bedrooms, a living room, full kitchen, dining room, and multiple bathrooms. As a rule,
basic cleaning supplies, kitchen utensils, and complete bed and bath linens are supplied. The guest registration area
may be located off site.
SECOND, A DETERMINATION IS MADE PERTAINING TO OVERALL CONCEPT - AND (IF
APPLICABLE), A LODGING MAY BE FURTHER DEFINED AS:
Boutique: Often thematic and typically an informal, yet highly personalized experience; may have a luxurious or
quirky style which is fashionable or unique.
Classic: Renowned and landmark properties, older than 50 years, well known for their unique style and ambiance.
Casino: Extensive gambling facilities are available, such as: blackjack, craps; keno, and slot machines.
Contemporary: Overall design and theme reflects characteristics of the present era's mainstream tastes and style
Extended Stay: Offers a predominance of long -term accommodations with a designated full - service kitchen area
within each unit.
Historic: These properties are typically over 75 years of age and 'exhibit many features of a historic nature with
respect to architecture, design, furnishings, public record, or acclaim. Properties must meet one of the following
criteria:
• Maintained the integrity of the historical nature
• Listed on the National Register of Historic Places
• National Historic Landmark or located in a National Register Historic District
Resort: Recreation- oriented, geared to vacation travelers seeking a specific destination experience. Travel packages,
meal plans, theme entertainment, and social and recreational programs are typically available. Recreational facilities
are extensive and may include spa treatments; golf, tennis, skiing, fishing, or water sports. Larger resorts may offer a
variety of guest accommodations.
Retro: Overall design and theme reflects a contemporary design reinterpreting styles from abygone era.
Vacation Rental Typically houses, condos, cottages or cabins; these properties are a "home away from home"
offering more room and greater value for the money. In general; they provide the conveniences of home, such as full
kitchens and washers /dryers. Located in resort or popular destination areas within close proximity to major points of
interests, attractions, or recreation areas, these properties may require pre - arranged reservation and check-in at an
off -site location. Housekeeping services may be limited or not included.
Vintage: Offers a window to the past and provides an experience reflecting a predominance of traits associated with
the era of their origin.
Accessibility
Accessible Features: This property has some accessible features. It may be fully accessible, semi -
accessible, or meet some of the needs of hearing- impaired individuals.
Accessibility is not a requirement for listing and will not affect your Diamond Rating. However, we strongly encourage
you to make every effort to meet the needs of all your guests - including the mature traveler and those with
disabilities.
Member Comment Procedures
AAA CLOSELY MONITORS THE NUMBER AND TYPE OF COMMENTS WE RECEIVE FROM MEMBERS
REGARDING ALL APPROVED PROPERTIES. When members write to us expressing dissatisfaction with a particular
lodging, it is tracked through the AAA National Office Member Relations department. All complaints are carefully
reviewed for validity. The establishment is then notified of each complaint so they have an opportunity to respond
and resolve the matter within a reasonable period of time. Even though a complaint may be satisfactorily resolved,
the complaint becomes a permanent part of the establishment's record.
If a member complaint is determined to be of an extreme nature, an establishment may be disapproved immediately
and without warning. This action is at AAA's sole discretion.
If a property has been disapproved for excessive member complaints, a written request for a reevaluation may be
submitted, accompanied by an explanation of the actions taken to lirnit future complaints.
Note: Such properties may not reapply until one year has passed from the date of disapproval. All requests
may be addressed to:
AAA Tourism Information Development
1000 AAA Drive
Mail Stop 51
Heathrow, FL 32746 -5063
56Bw -49
The AAA Appeals Process
THE APPEALS PROCESS WAS ESTABLISHED AS A RESOURCE FOR ALL RESTAURANTS, LODGINGS,
CAMPGROUNDS, AND ATTRACTIONS EVALUATED BY AAA.
What can I appeal?
Our relationships with lodging establishments are very important to us and, therefore, each situation is handled on an
individual basis via the following steps:
How do I file an appeal?
First, contact the AAA Customer Service Center, Monday through Friday, from 8:30am to 5:15pm (Eastern Time) at
407 - 444 -8370. In many cases, our analysts will be able to answer your concern immediately.
If resolution is not obtained, your call will be directed to the AAA Regional Manager for your area.
If an issue remains unresolved after the above steps, an establishment is asked to state its concerns in writing for
review by the AAA Appeals Committee. All appeals entertained by the committee must be in writing from the
establishment only. In order to expedite this process, appeals should outline the specific concerns in a succinct
manner. Each appeal is thoroughly researched and given thoughtful consideration and a substantive reply.
All appeals should be sent to the attention of:
AAA Appeals Committee
1000 AAA Drive
Mail Stop 51
Heathrow, FL 32746 -5063
Please note: The committee's decision on your appeal will be considered as AAA's final decision. You will be
notified by mail as to the status of your appeal within 45 days of receipt of your written statement.
Green Programs
AAA SUPPORTS ENVIRONMENTAL MANAGEMENT AND SUSTAINABILITY THROUGHOUT THE LODGING
INDUSTRY TO THE EXTENT THAT TRULY EFFECTIVE PROGRAMS MAINTAIN QUALITY STANDARDS OF
GUEST COMFORT. We strongly encourage continued use of programs that offer guests choices
without consequences for noncompliance. Effective green programs are intended to reduce waste
without reducing guest comfort.
55 -5250
Addresses and Phone Numbers
If you have additional questions...
b. Please call AAA at:
(407) 444 -8370
Evaluation Applications, Operations, Rating and Listing Information
(407) 444 -8280
Display Advertising &Official Appointments
► Visit us at www.AAA.biz /Approved
Or, write to us at:
AAA
Tourism Information Development
Mail Stop 51
1000 AAA Drive
Heathrow, FL 32746 -5063
Establishments located in Southern California should contact the following
AAA club:
Automobile Club of Southern California
P.O. Box 25001
Santa Ana, CA 92799 -5001
(714) 885 - 2247, option #2
Evaluations, Ratings, and Official Appointments
(714) 885 -2410
TourBook Advertising
55B =51
55B -52
EXHIBIT 2
ROH: 11/03/15
RESOLUTION NO, 2015-
A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF
SANTA ANA TO ESTABLISH A HOTEL DEVELOPMENT
INCENTIVE PROGRAM
BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF SANTA ANA AS
FOLLOWS;
Section 1. The City Council of the City of Santa Ana hereby finds, determines
and declares as follows;
Santa Ana's proximity to the Anaheim resort district, the John Wayne
Airport, and local amenities like the Discovery Science Cube and the
Bowers Museum makes it a perfect location to attract incoming tourists
and visitors to Orange County.
2. New hotel development will be essential to creating jobs, expanding tax
revenue, and adding amenities to the City. Currently, the City of Santa
Ana does not have any four to five star rated or AAA Four Diamond or
above hotels. The City does have nine three -star rated hotels. All other
hotels /motels are rated from one to two -star. According to a study by
hospitality research consultant PFK, the. average occupancy rate for
Orange County hotels is 78.3 %, indicating that there is still room for the
development of new hotels in this area.
3. The City currently imposes an 11 % Hotel Visitors' Tax (HVT) on hotel and
motel guests staying at facilities within the City. The purpose of this tax is
to partially recover some costs of governmental services associated with
visitors to the City. The anticipated revenue from the HVT for Fiscal Year
15/16 is $8.8 million dollars.
4. To spur the development of high quality hotels (four to five star rated or
AAA Four Diamond or above), the City is proposing to offer an economic
incentive to close the funding gap in a proposed high quality hotel
development. A feasibility analysis would be completed for the project,
whereby a projection of operating performance is combined with project
development cost in order to determine the funding gap. A financial firm
would be used for the feasibility analysis. This analysis would be funded
by the developer.
The City would pay for the funding gap through incentive payments up to a
period of 10 to 15 years depending on each negotiated incentive
agreement. The City would use a percentage (50 %) of HVT generated by
Resolution No. 2015-
55B -53
the new development to fund the gap payments. No upfront expenditures
from the City would be required. Each individual incentive agreement
would be subject to City Council approval.
Section 2. Based upon the information provided herein and at the hearing on
this matter, the City Council of the City of Santa Ana hereby establishes the Hotel
Development Incentive Program as follows:
1. Definitions. For the provisions of this Resolution, the following definitions
shall apply:
a. Brand — the entity whose Flag is used to identify the Hotel.
b. Executive Director — the
Development Agency for
designee.
Executive Director of the Community
the City of Santa Ana, or his /her
C. Flag — the distinctive name of a Hotel that, by virtue of its distinctive
name, is identified by specific physical and operational features so
that guests are assured that they will receive a specified level of
service and amenities wherever the property is located.
d. Hotel — any building with rooms or suites intended for an
uninterrupted stay of no more than twenty -eight consecutive
calendar days by guests for compensation, which was not
operational at the time of adoption of this Resolution, and provides
physical features and operational services that meet or exceed, as
determined by the Executive Director acting in.his /her sole and
absolute discretion, a four to five star rating or criteria established
for AAA Four Diamond or above Hotels by the American
Automobile Association.
e. Hotel Development Incentive Program — the program set forth in
this Resolution to encourage and incentivize the development,
construction and operation of Hotels.
f. Hotel Visitor's Tax (HVT) Rate — The current rate of HVT, as
applicable from time to time. The HVT Rate shall apply for the
calculation of any and all Incentive Payments.
0
h,
Resolution No. 2015-
Incentive Payments — the payments made by the City to an Owner
pursuant to an Operating Covenant Agreement and described in
Section 4 hereof.
Open(s)(Ing)(ed) for Business or Opening — the day on which a
Hotel opens for business to the general public.
55B -54
Operating Covenant Agreement(s) — the agreement(s) approved
by the City Council described in Section 3 hereof.
Operating Period — This will be negotiated in the Operating
Covenant Agreement.
k. Operator = franchisee, manager, lessee, or licensee with whom an
Owner has a contract to operate the Hotel pursuant to a franchise,
management, lease, or license arrangement.
I. Owner — the person or entity that is the owner of a Hotel or a site
upon which a Hotel is to be constructed, whether in the capacity of
fee simple owner, lessee, sub - lessee, mortgagee in possession,
licensee, franchisee, or any other capacity, or the assignee or
designee of such Owner.
M. Prevailing Wage Statutes -- Labor Code Section 1770, at seq.
Site Control -- being the Owner of a site on which a Hotel is
proposed.
Temporary Closure — a period of time, no longer than reasonably
necessary for repairs, reconstruction or resolution of maintenance
issues, but in no event longer than two hundred (200) days.
2. Participation in the Hotel Development Inventive Program. An Owner
that wishes to participate in the Hotel Development Inventive Program must first submit
the following to the Executive Director:
a. Evidence of Site Control;
b. Description of development team, including, the development
entity, the architect(s), interior designer, landscape architect, and
other professional disciplines related to the construction and
operation of the Hotel for the purposes of confirming that the project
will be a Hotel when Opened for Business;
c. Conceptual operating plan and design of the Hotel for the purpose
of confirming that the project will be a four to five star rated or AAA
Four Diamond or above Hotel when Opened for Business; and,
d. Evidence of interest by a Brand, Flag, and Operator in operating a
Hotel within the City.
Resolution No. 2015-
55B -55
The Executive Director shall determine, acting in his /her sole and absolute
discretion, the sufficiency of the submittals.
3. Operating Covenant Agreement. If, based on the information provided
pursuant to Section 2 above, the Executive Director is satisfied that the Owner is likely
to Open and operate a Hotel, then the Executive Director may further decide in his /her
discretion to negotiate an Operating Covenant Agreement with the Owner. Any
Operating Covenant Agreement that may be negotiated by the Executive Director shall
be subject to consideration by, and shall not be effective unless approved by, the City
Council. In considering a proposed Operating Covenant Agreement, the City Council
may approve, deny or modify such proposed agreement acting in its sole and absolute
discretion, following compliance with all required and applicable laws, including, but not
limited to, Government Code Section 53083 and the California Environmental Quality
Act. Nothing herein creates an obligation on the part of the City to negotiate and /or
approve an Operating Covenant Agreement. The Operating Covenant Agreement will
contain, among other items that the Executive Director may impose, the following:
A recordable covenant by the Owner to operate and maintain the
Hotel as a four to five star rated or AAA Four Diamond or above
Hotel for not less than the Operating Period.
b. An obligation on the part of the City to make Incentive Payments
contingent upon compliance by the Owner with the Operating
Covenant Agreement.
c. An obligation on the part of the Owner to comply with the Prevailing
Wage Statutes.
d. An obligation on the part of the Owner to use good faith efforts to
hire local residents and contract with local subcontractors, suppliers
and other businesses.
e. An obligation on the part of the Owner to ensure that all
journeymen and apprentices comply with all State labor laws and
that the workforce on site meet a specific ratio of apprenticeship
program graduates and of OSHA certified workers, along with the
presence of at least one site safety manager with OSHA 30 -hour
certification.
Resolution No. 2015-
Indemnities by the Owner in favor of the City and related parties as
to:
i. the condition of the site;
ii. litigation concerning entitlements and /or enforceability
of the Operating Covenant Agreement; and
iii. Prevailing Wage Statutes.
55B -56
g. Agreement, assumption of risk and waiver by the Owner that, if the
Operating Covenant Agreement is approved by the City prior to
consideration by the City of any land use, entering into the
Operating Covenant Agreement does not commit the City to
consider or undertake acts or activities requiring subsequent
independent exercise of discretion, including, but not limited to, the
approval of any development proposal, including a Hotel project, or
fand use approval governing the site where the Hotel is proposed.
The Owner shall agree that the City retains discretion on potential
future actions to approve, deny, modify, and consider alternatives
to a proposed project, as well as to impose adequate mitigation
measures as may be required by the California Environmental
Quality Act.
h. A covenant and agreement by the Owner for itself, its successors,
assigns or designees, that during the term of the Operating
Covenant Agreement the business and any of its employees shall
not discriminate against any person on the basis of sex, marital
status, race, color, religion, ancestry, national origin, physical
handicap, sexual orientation, or domestic partnership status.
An acknowledgement by the parties that the only remedy for default
is specific performance and that monetary damages are not
available to the Owner for any City default.
4. Incentive Payments and Required Actions upon Completion of Hotel.
Further Terms to be Included in the Operating Covenant Agreement:
a. Confirmation that the Hotel is Operating as a four to five start
rated or AAA Four Diamond or above Hotel. Upon completion of
a Hotel with respect to which an Operating Covenant Agreement
has been entered into, the Owner shall provide to the City, at
Owner's sole cost and expense, an independent third party audit,
by an auditor approved by the City, confirming that the Hotel is
operating or will operate as a four to five star rated or AAA Four
Diamond or above Hotel. The City shall approve or reject the
results of such audit acting in its reasonable discretion.
b. Incentive Payments for Hotel, Upon the confirmation described in
subsection a, of this section 4, the City shall pay Incentive
Payments to an Owner of a Hotel, pursuant to an Operating
Covenant Agreement, in an amount equal to fifty percent (50 %) of
the HVT collected and remitted to the City during the Operating
Period based on the HVT Rate with respect to such Hotel.
Resolution No. 2015-
55B -57
G. Termination of Incentive Payments. Incentive Payments shall
terminate, and the Operating Covenant Agreement shall so provide,
upon the expiration of the applicable Operating Period, or at such
time as the Hotel ceases to operate as a four to five star rated or
AAA Four Diamond or above Hotel for reasons other than
Temporary Closure; provided that the Incentive Payments shall
terminate upon any closure unless the Owner notifies the City, in
writing, of any Temporary Closure within ten (10) days of the initial
occurrence of the onset of such condition or conditions that cause
such a Temporary Closure.
5. No Pledge. Provisions for the making of Incentive Payments pursuant to
the Operating Covenant Agreement shall not be deemed to constitute a pledge of any
particular funds by the City, but instead an obligation contingent upon the operation of a
Hotel.
6. Administrative Rules and Regulations. Consistent with the intent and
goals of this Hotel Development Incentive Program, the Executive Director may adopt
administrative rules and regulations for implementation and furtherance of the
requirements of this program.
Section 3. The City Council's decisions creating this Hotel Development
Incentive Program are based upon the evidence submitted at the above said hearing,
which includes, but is not limited to: the Request for Council Action dated November 3,
2015, and exhibits attached thereto; and the public testimony, written and oral, all of
which are incorporated herein by this reference.
Section 4. The City Council hereby finds and determines that the
establishment of the Hotel Development Incentive Program, by the adoption of this
Resolution, is not subject to the California Environmental Quality Act of 1970, as
amended (Public Resources Code Section 21000 et seq.), pursuant to Sections
15060(c)(2) and 15060(c)(3) of the State of California Guidelines for Implementation of
the California Environmental Quality Act (California Code of Regulations, Title 14,
Chapter 3), because it will not result in a direct or reasonably foreseeable physical
change in the environment and is not a "project" as defined in Section 15378 of the
California Code of Regulations.
Section 5. This Resolution shall take effect immediately upon its adoption by
the City Council, and the Clerk of the Council shall attest to and certify the vote adopting
this Resolution.
Resolution No. 2015-
55B -58
ADOPTED this
APPROVED AS TO FORM:
Sonia R. Carvalho
City Atto y, A
Ryan O.VdjdI
Assistan { {tt ty A
AYES:
NOES:
ABSTAIN:
NOT PRESENT:
day of 12015.
Councilmembers
Councilmembers
Councilmembers
Councilmembers
Miguel A. Pulido
Mayor
CERTIFICATE OF ATTESTATION AND ORIGINALITY
I, Maria D. Huizar, Clerk of the Council, do hereby attest to and certify the
attached Resolution No. 2015- to be the original resolution adopted by the City
Council of the City of Santa Ana on July 2015.
Date:
Clerk of the Council
City of Santa Ana
55B -59
Resolution No, 2015-
55B -60